SERVICE TURNAROUND TIME
SERVICE DELIVERY STANDARDS
The CIPC Service Delivery Standards are an indication of the maximum time it will take to process 90% of received applications/filings. These standards will be adhered to on condition that customers submit accurate and complete information, and payments made as required.
Queries shall be lodged by submitting an enquery via the following emails as listed HERE , Facebook, Twitter or USSD *134*2472#.
The turnaround times for query resolution are as follows:
Email to relevant unit – 10 working/business days
Twitter & Facebook – 24 hours
3-tier escalation process
When a query is lodged via email, the customer will receive feedback from the relevant unit.
1st tier – 3 days to attend to the query
If the query is not attended to within five (5) working/business days after submission on the enquiry, it will be escalated to the 1st tier of the escalation process to the person concerned as indicated on each SDS, and must be attended to within three (3) working/business days after escalation.
2nd tier – 3 days to attend to the query
If the query is still not attended to or the customer is still not happy with the outcome, the query may be further escalated through the 2nd tier escalation, and the person concerned has three (3) working/business days to attend to the query.
3rd tier – 5 days to attend to the query
If the query is still not attended to or the customer is still not happy with the outcome the query, it may be escalated to the 3rd tier of the escalation process, which will be the senior manager of the business unit concerned. The senior manager of the business unit has five (5) business days to follow up and attend to the query. Note: Some business units may only have 2 tiers, in this case the person in the 2nd tier will have 5 days to respond to the query.
Complaint to the Ombudsman
If transactions are not completed within the stipulated service delivery standards, and if the 3-tier query escalation process has been followed, the customer may lodge a complaint with the CIPC Ombudsman. The client should have all the necessary or supporting documents, as well as a screenshot of the email sent to the relevant unit and customer code handy to lodge a complaint to the Ombudsman on the following email contact: ombud@cipc.co.za. Complaints will not be considered if there is no proof that the relevant unit has failed to resolve the query.
Channels
Channels (See details on the website) through which applications or filings can be lodged:
-
- Post
- Drop off boxes (Physical)
- CIPC website (E-services; IP on line)
- Mobile APP
- BizPortal (and Banks)
- SSCs and Partner Sites
List of Service Turnaround Times
- CO-OPERATIVE
- INTELLECTUAL PROPERTY
- Copyright in Film
- Designs
- Patents
- Trade Mark
- Corporate Compliance and Enforcement
- Acknowledgment of receipt of complaints
- Request for investigations (Corporate Compliance and Disclosure Regulation)
- Request for investigations(governance and surveillance and enforcement)
- Disclosure and annual financial statements
- Prospectus registration
- Provisions or comments on the draft prospectus
- Prospectus certificate
- Advisory opinions
- Reportable Irregularities arising from Independent Review of Financial Statements
- Director changes
- Company registration
- Name Reservations
- Short Standard Private and Non Profit without members (CoR15.1A and CoR15.1C)
- Private Company and Non Profit Company with customized MOI, Public Company, State Owned Company and Incorporated Company (CoR15.1B, D and E)
- Close Corporation to Company Conversions (CoR18.1)
- Mergers or Amalgamation (CoR89)
- External Company Registration (CoR17.1)
- MOI amendments for JSE applications (CoR15.2)
- MOI amendments on company name change (CoR15.2
- CC name change (CK2)
- MOI amendments on share capital (CoR15.2)
- Company address (CoR21.1)
- CC address (CK2a)
- Company financial year end (CoR25)
- Location of company records (CoR22)
- Commencement of Business Rescue Proceedings (CoR123.1 and court order), Terminations (CoR125.2) and substantial implementations (CoR125.3)
- Company and Close corporation voluntary Deregistration
- Company and Close corporation Re-instatements
- Business rescue practitioner and Financial Assurance practitioner
- Query Resolution
- Email adresses for enquiry process
- Respond to social media queries